Process Improvement Technician

This is a fully remote position, open to applicants in Chile.

📋 Description

• Design and implement KPI dashboards, reports, and management documentation.

• Manage satisfaction surveys utilizing IVR and ServiceNow.

• Assist management and quality teams in initiatives aimed at process enhancement.

• Develop and revise knowledge base procedures.

• Monitor and track tickets effectively.

• Oversee and manage backlogs as well as SLA compliance.

• Allocate tickets to the technical support team.

• Determine ticket priorities and escalate them when necessary.

• Conduct activities centered around quality assurance and process enhancement.

⛳️ Requirements

• A completed university degree or currently enrolled in one.

• Proficient in Spanish, with the ability to engage in professional communication.

• Skilled in Microsoft Office applications.

• Experienced with Google Workspace tools.

• Excellent organizational abilities and meticulous attention to detail when managing tickets, backlogs, KPIs, and SLAs.

• An analytical approach focused on quality and process improvements.

• Background in preparing and supervising KPIs and management reports.

• Familiarity with ServiceNow.

• Experience in monitoring SLAs, managing backlogs, and handling tickets.

• Background in activities related to quality and process enhancement.

• Experience in creating and updating procedures or knowledge bases.

🏝️ Benefits

• Flexible working arrangements that support a healthy work-life balance.

• Opportunities for professional development and skill enhancement.

• A collaborative, diverse, and innovative workplace culture.

• Access to SONDA Academy, a platform dedicated to professional learning.

• Options for both on-site and remote work.

• SONDA Wellness initiatives focused on physical, mental, and social well-being.

• Commitment to equal opportunities within an inclusive environment.